Page 33 - DSD ANNUAL REPORT 2022-2
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PART B: PERFORMANCE INFORMATION
94 ORGANISATIONAL STRUCTURE
SERVICE DELIVERY IMPROVEMENT PLAN
Main services and standards
Main services Beneficiaries Current/actual standard of Desired standard of Actual achievement
service service
Customer Care Help- Citizen complainants to Seven (7) days turnaround Three (3) days/72 hours On average, seven (7)
desk the Department time to give feedback to turnaround to give clients days turnaround time
clients feedback
Batho-Pele arrangements with beneficiaries (Consultation, access, etc.)
Current/actual arrangements Desired arrangements Actual achievements
Customer Service Charter placed at every To develop and implement service stan- Customer and Batho Pele Charters are
service office where DSD services are dards for each service office to set a stan- placed in every service office of the De-
delivered dard for service delivery for DSD clients partment
Service delivery information tool
Current/actual information tools Desired information tools Actual achievements
The Department has a comprehensive Information tools in place Information tools in place
service delivery information tools approach
including media, social media, community
radio platforms, web services, Toll-Free lines
and an active outreach programme
Complaints mechanism
Current/actual complaints mechanism Desired complaints mechanism Actual achievements
DSD Customer Care Helpdesk A DSD Integrated Contact Centre service DS Customer Care Help desk
DEPARTMENT OF SOCIAL DEVELOPMENT ANNUAL REPORT 2021/22 33
